A major mobile phone retailer wanted to revamp its email communications to boost engagement and generate upgrade requests. The team was stuck in a rut, sending sales-driven messages to all of its customers, but seeing little uplift in return.

We developed a series of personalised emails that identified individual customer behaviour to offer personalised mobile phone recommendations in follow-up messaging.

The campaign resulted in better customer engagement and increased brand rapport as customers who received customised messages were five times more likely to purchase.